Episode Details

Welcome back to another exciting episode of The Wise Practice Podcast In this episode, we are delving into the world of virtual assistants and the common mistakes to avoid when hiring them. We have a special guest today, James Marland, who brings over 18 years of experience in the mental health industry and shares his valuable insights on hiring and managing virtual assistants.

Mistake Therapists Make #1: Hireing A Virtual Assistants Without Mental Health Experience

Our first mistake to avoid is hiring virtual assistants without mental health experience. James shares his own experience of making this error in his first hire. "Working with people who are angry, sad, or dealing with various mental health conditions requires a unique mix of skills. Hiring someone with mental health experience is key to their success in your office." James learned this lesson when he hired someone without mental health background for a scheduling role, assuming he could train her, but she struggled to handle client-facing duties. He emphasizes the importance of hiring individuals with mental health experience, as they can better connect with clients and handle sensitive situations. "You gotta hire somebody with some mental health experience... they have similar experience. There's just something about working... in a mental health office already or having some mental health experience..."

James emphasizes that candidates who have undergone therapy themselves don't necessarily possess the required experience. Hiring individuals with prior work in a mental health office or related fields ensures they can handle the challenges of the job.

Mistake Therapists Make #2: Hiring a Virtual Assistant that is not tech-savvy

The second mistake to avoid is hiring virtual assistants who lack tech-savviness. "Virtual assistants need to be tech-savvy as they work independently on computers, handling VoIP phone systems, Zoom, EHRs, and more. Their ability to troubleshoot tech issues efficiently is crucial." Working remotely requires proficiency in various digital tools and systems. James recommends conducting behavior interview questions to assess their tech skills. Virtual assistants who are not tech-savvy can drain your time and resources, causing unnecessary delays and mistakes. "An assistant who is not tech-savvy is gonna burn you out. They're gonna burn up your hours, they're gonna burn up your time, they're gonna ask you questions... that could have been solved in a minute or two."

Mistake Therapists Make #3: Hiring a Virtual Assistant based on a Gut Feeling

Hiring based on gut feeling rather than data and behavior is another common mistake. "During interviews, use behavior questions to gauge problem-solving abilities. Look for the specific behaviors your "rockstar" employees have. James suggests using behavior interview questions to gather reliable data about candidates. By identifying behaviors crucial for the role, you can ask candidates about their past experiences, enabling you to make more informed hiring decisions. "If you go off behaviors, it becomes very clear on who you can hire, who is gonna be your A players, your B players, and your C players. And you try to hire A and B players."

To attract the right virtual assistant, James advises using behavior-based job descriptions. He recommends observing the behaviors of successful current employees or colleagues and incorporating them into the job description. This approach helps identify suitable candidates who possess the required skills and align with the company culture. James also recommends avoiding hiring friends or family members for key roles to prevent complications.

Avoid Hiring Friends and Family Members

A crucial tip is to avoid hiring friends and family members for key roles. While you might have a personal connection, it can blur the lines between work and fr